Senior IT Help Desk Specialist

Customer Supportposted 2w ago

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We are looking for a Senior IT Help Desk Specialist to join our team. This is a San Jose, CA role, reporting to the Director, IT Operations - Digital Employee Experience in the IT Digital Employee Experience department. In this position, you will provide comprehensive technical support and ensure smooth IT operations for our employees. This role balances technical expertise and customer service to deliver hands-on troubleshooting, hardware lifecycle management, and a seamless digital employee experience as a key technical touchpoint for our team.

What you’ll do (Role Expectations)

Respond promptly to IT support requests, providing efficient troubleshooting and resolution for all technology-related issues, and deliver differentiated, hands-on technical support at our walk-up Genius Bar, serving as a primary touchpoint for a seamless digital employee experience
Manage the full lifecycle of employee equipment, including setup, configuration, deployment, and maintenance of laptops, desktops, and peripherals, ensuring all standard hardware and software are installed and maintained according to company specifications
Troubleshoot and resolve network connectivity issues
Support and maintain conference room technologies, Zoom meeting services, and printers
Maintain accurate inventory of all IT equipment, software licenses, and assets

Who You Are (Success Profile)

You are a problem-solver who seeks out challenges, energized by finding solutions and knowing that solving hard problems delivers the biggest impact.
You are a learner with a true growth mindset who never stops developing yourself, actively seeking feedback to become a better partner and a stronger teammate.
You are customer-obsessed, building deep empathy for stakeholders and anchoring your decisions in solving real-world problems.
You are a positive force who approaches hard problems with constructive energy and a contagious 'can-do' spirit that inspires your team to stay focused on solutions.
You are resilient and adaptable, viewing change as an opportunity and maintaining composure and focus in high-pressure situations.

What We’re Looking for (Minimum Qualifications)

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
Strong communication and customer service skills
Proficiency with ServiceNow for ticketing and request management
Expertise in Windows/MacOS, Google Workspace, and Microsoft Office
Experience supporting diverse hardware platforms
Experience configuring and supporting Zoom

What Will Make You Stand Out (Preferred Qualifications)

Experience with Zoom Room equipment setup, troubleshooting, and supporting Zoom Rooms (Knowledge of Logitech gear is a plus)
Strong emotional intelligence and a customer-first mindset, with a proven ability to provide empathetic, high-touch support in a fast-paced environment
Exceptional adaptability and resilience, with a track record of thriving in dynamic settings and effectively collaborating across teams to resolve complex issues

#LI-DY1

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$110,400—$138,000 USD

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

Various health plans
Time off plans for vacation and sick time
Parental leave options
Retirement options
Education reimbursement
In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.